ZM
Zinhle M
1 reviews | Active since Aug 2018
05 Nov 2021, 22:30
Can not access my account after declined verification
I have been using my Luno account from early this year. I have been able to transfer in and withdraw anytime. So yesterdayI transfered money into my Luno account and it reflected today. I was told to verify my account. I then took a photo of my green barcoded identity document as requested. In a few minutes I received an email stating that "Our digital check is unable to authenticate your documents" I have been using my ID for the past 21 years and you could not verify it. I want to access my account for a withdrawal and I can't. What must I do now
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Replies (2)
Luno's replyOfficial
06 Nov 2021, 08:32Hi Zinhle,
We're sorry to hear about your experience.
Kindly note that there are certain deposit and withdrawal limits that apply to the different levels of verification. If you've reached or exceeded those limits for your specific level of verification, you'll need to verify your account to the next level.
We understand that you've attempted to do so and our digital check was unable to authenticate your document however, we're also able to see that you've submitted a query regarding this matter, and we'll ensure that this is looked into immediately.
We appreciate your understanding while we further investigate.
^CP
We're sorry to hear about your experience.
Kindly note that there are certain deposit and withdrawal limits that apply to the different levels of verification. If you've reached or exceeded those limits for your specific level of verification, you'll need to verify your account to the next level.
We understand that you've attempted to do so and our digital check was unable to authenticate your document however, we're also able to see that you've submitted a query regarding this matter, and we'll ensure that this is looked into immediately.
We appreciate your understanding while we further investigate.
^CP
Luno's reply06 Nov 2021, 08:32
Official
Hi Zinhle,
We're sorry to hear about your experience.
Kindly note that there are certain deposit and withdrawal limits that apply to the different levels of verification. If you've reached or exceeded those limits for your specific level of verification, you'll need to verify your account to the next level.
We understand that you've attempted to do so and our digital check was unable to authenticate your document however, we're also able to see that you've submitted a query regarding this matter, and we'll ensure that this is looked into immediately.
We appreciate your understanding while we further investigate.
^CP
We're sorry to hear about your experience.
Kindly note that there are certain deposit and withdrawal limits that apply to the different levels of verification. If you've reached or exceeded those limits for your specific level of verification, you'll need to verify your account to the next level.
We understand that you've attempted to do so and our digital check was unable to authenticate your document however, we're also able to see that you've submitted a query regarding this matter, and we'll ensure that this is looked into immediately.
We appreciate your understanding while we further investigate.
^CP
Luno's replyOfficial
09 Nov 2021, 12:29Hi Zinhle,
Our sincere apologies for the delay in our response.
I can confirm that a member of the Luno team has responded to your support ticket. Please check your emails and if you require any further assistance you can respond directly to the email sent from us.
Thank you.
Our sincere apologies for the delay in our response.
I can confirm that a member of the Luno team has responded to your support ticket. Please check your emails and if you require any further assistance you can respond directly to the email sent from us.
Thank you.
Luno's reply09 Nov 2021, 12:29
Official
Hi Zinhle,
Our sincere apologies for the delay in our response.
I can confirm that a member of the Luno team has responded to your support ticket. Please check your emails and if you require any further assistance you can respond directly to the email sent from us.
Thank you.
Our sincere apologies for the delay in our response.
I can confirm that a member of the Luno team has responded to your support ticket. Please check your emails and if you require any further assistance you can respond directly to the email sent from us.
Thank you.